Inspection on 28/07/06 for Whitelow House

This inspection was carried out on 28th July 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Whitelow House 09/02/09

Whitelow House 27/02/07

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Whitelow House 429 Marine Road East Morecambe Lancashire LA4 6AA Lead Inspector Mr Ajam Auckburally Unannounced Inspection 28th July 2006 10:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Whitelow House Address 429 Marine Road East Morecambe Lancashire LA4 6AA Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01524 411167 Qualitas Care Limited Mrs Janet Pinington Care Home 36 Category(ies) of Old age, not falling within any other category registration, with number (36) of places Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The service should employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection The home is registered to accommodate up to a maximum of 36 service users in the category OP (older persons 65 and over). 16th February 2006 Date of last inspection Brief Description of the Service: Whitelow House is a care home providing Nursing care. The building is a detached property with front, side and rear garden areas. The home is situated on Marine Road East facing the promenade with extensive views of Morecambe Bay. Nursing and residential care is provided for 36 people on three levels of the building. There are 14 single bedrooms and 11 double rooms, each furnished to a good standard. There is a passenger lift in place and ramp facilities for access by wheelchairs. The home has two lounges and two dining rooms, each of which is adequately furnished and homely in ambiance. There are adequate bathing and toilet facilities. The home was registered under new ownerships in March 2006. The registered manager is Jeanette Pinnington. There were 36 residents living at the home at the time of the inspection. Current weekly fees are between £460 and £465 and additional extras like hairdressing, outings and newspapers are paid for by the residents. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Under IBL (Inspecting for Better Lives) Whitelow House was assessed as requiring a statutory key visit (inspection) between April 2006 and March 2007. An unannounced key site visit was carried out on 28th July 2006 which lasted for 5.5 hours. The inspection was carried out against the National Minimum Standards for Older People. The inspection despite being an unannounced one was carried out in a friendly atmosphere and with the full cooperation of the new owners, the manager, the staff and the residents. During the inspection, some records were looked at and several residents and staff were spoken to. The residents were very positive about the care they receive and the way the staff treat them. There were 36 residents living at the home at the time of the inspection and there were 11 staff, the manager, a cook and other ancillary staff on duty. The number of staff on duty was well within the minimum level recommended. The staff were observed to be polite and attentive when talking and dealing with the residents. What the service does well: The manager said that her staff and herself provide a good standard of care to the residents. The residents the inspector spoke to said that they are well cared for and that the staff are kind. The food served is good and different medical diets such as gastric, diabetic, pureed and others are catered for. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 6 What has improved since the last inspection? What they could do better: The programme of decorating and replacing furniture should continue in order to improve the environment for the residents. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3&6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The procedures and practices to admit new residents are good. Prospective residents are given adequate written and verbal information to make an informed choice about the home. EVIDENCE: The file of the last person admitted was examined and it showed that a pre admission assessment was carried out. The assessment showed that several areas of needs were identified and that the staff at the home were able to meet them. The areas include mobility, personal hygiene, social needs etc. The manager said that part of the assessment is to ensure that home can deliver a full service to the residents. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 10 She also said that residents’ cultural and individual needs are assessed to ensure that any special needs are met. The last resident admitted was in hospital prior to coming to Whitelow House. Her family visited the home on her behalf and chose Whitelow House for her. The manager said that the family was given written information as well verbal information to help them choose. Written information about the home such as the service user guide is given to prospective residents/or their families. The resident in question could not remember the manager visiting her in hospital due to her having short term memory. She said that she liked the home and the staff. The manager said that no residents are admitted to the home unless an assessment has been carried out to ensure that the person’s full needs can be met. She said that where possible a member of the senior staff would visit prospective residents either in their own homes or in hospital. Intermediate care is not provided at the home. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7 8,9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The assessment and care provided to residents is good. The residents’ needs are fully met. EVIDENCE: Two residents were case tracked to discover how the staff care for them and whether the services they receive meet their expectations. This means that two residents were selected by the inspector and the care they receive examined closely. Their assessments and care plans were examined and they were spoken to. One of the residents being case tracked was the last one to be admitted. The resident did not remember about the pre admission process as her family visited the home on her behalf. The manager said that she visited this resident whilst she was in hospital for a pre admission asessment. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 12 The other resident was able to express an opinion and said that she is well looked after and that the staff are very good. The records of the two residents were examined and they showed that full assessments were carried out and that the care plans identified needs and how they were being met. One staff was observed feeding a resident in a professional way by allowing her time to eat and also talking to the resident. Those residents who were able to express a view said that they like living at the home and that the staff are kind. Some of them said that things have improved since the new owners took over. They said that the food has improved greatly and that the general appearance of the home is much better due to decorating and new dining room tables. The staff said that they are involved in the care plans of residents by delivering services and writing notes in the daily diary sheets. They said they care for all the residents with respect and dignity. They also said that they treat everyone as an individual and accept that people are different. They were observed being polite, patient and caring when dealing with the residents. Whitelow House is a care home providing nursing care. Where nursing needs such as injections, dressings, catherisations have been identified, these duties are only performed by qualified nurses working in the home. One resident in the home is from an ethnic minority and she said that everybody treats her as an equal and that she feels comfortable and well cared for in the home. She said that she has no special needs with regards to food and that the food served suits her. Survey card received back from 1 GP was complimentary about the care provided at the home. Eight survey cards were received back from relatives. Four were positive about all aspects of care and staffing. The other four had commented on the inadequate number of staff to care for the residents. (The staffing issue is discussed in the Staffing Section). The medications records were examined and they were found to be accurate. The inspector observed the senior staff dispensing medications in accordance with good practice. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 13 Medications are only dispensed by the qualified nurses. The pharmacist inspector will be visiting the home to look at the policies and procedures regarding medications. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good arrangements to meet the social and recreational needs of the residents The home provides a variety of activities to keep the residents stimulated and active. EVIDENCE: Most of the residents at the home have very little mobility and are dependent upon the staff for most things. They said that they are able to remain as independent as they want or able to. They said that staff are helpful and will provide assistance when required. Several residents are cared for in their rooms due to their frailties and nursing needs. Some of them would join the others in the dining room at meal times, whilst some would eat in their rooms. They would also join in certain activities. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 15 The manager said that there are practices in place to ensure that they are well looked after and monitored. These include regular checks and recording where nursing interventions are carried out. A member of the staff team has responsibilities for doing activities with the residents. She does this duty for an average of 6 hours per week. Activities include bingo, going out for walks, board games and singing. At the time of the inspection the staff were playing soft ball games with some residents in the garden. The owners have organised a barbecue which was taking place the day after the inspection. They said that relatives have been invited to join the residents. They added the event is also a public relation exercise to meet the relatives socially. Residents’ views are sought informally by talking to them, and formally by the use of questionnaires. The staff spoken to said that although residents are encouraged to retain their independence, they are not forced to do anything. They can choose when to go to bed and when to get up. Two anonymous complaints were received at CSCI office about the food and staffing level at the home. About the food, the complainant said that since the new owners took over, the standard of food has deteriorated and that no choice was being provided to the residents. The inspector spoke to the owners who said that the opposite has happened since they took over. They said that more fresh food is being used and that residents have a good choice of food to choose from. Lunch is the main meal of the day and although no choice is provided, a substantial alternative is provided. On the day of the inspection, fresh battered fish was on for lunch and those who did not like fish were being offered an omelette or anything else they preferred. Choices are provided at breakfast and teatime. Meals can be eaten in the dining room or in rooms. The records of meals served were examined and they show that a varied and nutritious meal was being provided. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 16 A cook is employed to do the catering and she said that she has no problems getting the ingredients she needs to cook for the residents. She said that she can cater for different medical diets such as diabetic, gastric etc and also ethnic foods. The manager said that individual taste in food is catered for. These include such Lancashire delicacies as tripe and black puddings The residents said that the food is good and that they get plenty to eat and drink. The kitchen is situated on the ground floor and staff had to carry food on trays at mealtimes to the upper floors. The new owners have bought a heated trolley in which hot meals are placed and taken to upper floor in the lift to be served by staff. The staff said that the heated trolley has been a godsend and wished they had it before. They said that it saves them a lot of time and they do not have to keep running up and down the stairs with trays of hot food. They said that residents do not have to wait long periods for their meals now. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 17 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are detailed policies and procedures to protect residents from abuse. Residents live in a safe environment. EVIDENCE: The home has produced policies and procedures for dealing with complaints and abuse. The complaint procedure is included in the Service User Guide. It is available to residents and their families. The manager was advised to produce a what to do list in the event of an abuse taking place. The list should include who to contact in a priority list so that residents are not put at risk by inappropriate actions being taken. As mentioned earlier there were two complaints made about the home. Concerns raised were about food which has been discussed in the previous section and staffing which is discussed in the staffing section. Both concerns raised were found to be unsubstantiated. Residents said that they are well looked after and that all the staff are kind and helpful. There were no visible signs of abuse or neglect. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 18 The staff spoken to said that that they would not harm the residents in any way and care for them with respect and dignity. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 19 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a well-maintained and safe environment for the residents. Residents feel safe and protected. EVIDENCE: During a tour of the building it was discovered that the main corridor on the lower ground floor has been decorated with a light colour. The staff said that this floor where several residents have their rooms, a lounge and a dining room has been completely transformed. The dining tables have been replaced with new ones and the room painted. The entrance hall has been painted and new light fittings installed. The general appearance of the entrance hall is more welcoming. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 20 Some bedrooms have been decorated and there is an ongoing plan for all of them to be done. The painter and decorator was working at the home at the time of the inspection. The call system has been improved by modernising it. A box, which indicates where the call is coming from, has been installed on each floor. Previously staff had to go to the control box on the ground floor to find out which room’s call button has been activated. The staff said that it is a lot easier to identify which call button has been activated. The owners said that they are looking at building a conservatory at the rear of the home to improve communal facilities. The home was found to be clean and in good hygienic order. The residents said that the home is looking much better since the new owners took over. The front door is kept locked and all visitors are let in by a member of staff. This is to ensure the safety of the residents and the staff. All visitors have to sign in and out for fire safety reasons. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 21 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staffing level and training is good. Residents are cared for by a team of caring staff. EVIDENCE: An anonymous complaint was received at CSCI office claiming that the staffing level has been reduced and that staff morale is poor. The manager said that there was one day when due to illness, the level of staff was below normal. She said that apart from that day, the staffing level is well within the required number. On the day of the inspection there were 2 nurses, 8 care staff, 1 domestic, 1 cook, 1 kitchen assistant and 1 handyman on duty. This was well within the staffing required to care for the number of residents in the home. The staff rotas were checked and found to have an adequate number of staff on duty at all times. The owners said that they are now using agency staff to cover any shortfalls in the staffing level at the home. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 22 The staff spoken to said that the staffing level has improved rather went down and that they found the new owners willing to listen to them to improve the quality of care at the home. This complaint was therefore not substantiated. The written recruitment policy gives detail of the way a member of staff is employed. When there is a vacancy for a job, it is advertised locally and interested parties are given application forms to complete. From information received, prospective staff are selected for interviews. Once a new staff has been selected, two written references are taken and POVA (Protection Of Vulnerable Adults) and CRB (Criminal Records Bureau) checks are done. No staff starts work until satisfactory checks have been done. Once a new member of staff starts work at the home, she undertakes an induction training programme involving orientation of the home, meeting residents and staff. Training also include, Fire Procedures, Moving and Handling and many other relevant courses. The management of the home is currently employing staff from the Republic of China. The owners said that the recruitment is done via an agency and all the necessary checks are done. The manager said that overseas staff undergo the same checks as local staff. Staff from Poland and Africa also work in the home. All overseas staff speak English and able to communicate with the residents and other staff The percentage of care staff who have completed their NVQ (National Vocational Qualification) is now 71 . This is commendable. Residents are cared for by a team of trained staff. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 23 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a good management team at the home. The residents and staff benefit from living and working in a well managed home EVIDENCE: Mr David Carnegie and his partner Miss Shameen Dharsee became the owners of Whitelow House in March 2006. They were both present during the inspection and were involved at all stages. The manager, Mrs Janet Pinningtom was also present. The new owners said that they want to improve the home and the quality of care for the residents. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 24 They have made several improvements already as mentioned in the report. The manager said that she has a good working relationship with the owners and that she is given full support in the day-to-day running of the home. A comment card received by a relative stated that she visits the home regularly and finds it hard to know who is who. All staff have now been provided with new uniforms and name and status badges for identification reasons. The staff said that they like their new uniforms and badges. They said that they find the owners to be very easy to talk to and that they are very supportive. The owners have produced a newsletter with information about the improvements made, staff training and other news. They said that the newsletter is going to be a regular thing and is distributed to all residents and staff. The owners said that some staff have left because they could not accept the changes made. They said all changes are made to improve services at the home. The residents said that they like the new owners and that they see quite a lot of them. They said that when they come, they always come and talk to them. There seemed to be good interactions between the residents, the staff and the new owners. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 26 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP24 Good Practice Recommendations The programme of decorating and replacing furniture should continue in order to improve the environment for the residents. Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 27 Commission for Social Care Inspection North Lancashire Area Office 2nd Floor, Unit 1, Tustin Court Port Way Preston PR2 2YQ National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Whitelow House DS0000065808.V286282.R01.S.doc Version 5.1 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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